In terms of knowledge sharing, MindTree believes in tight integration between Level 1, Level 2, and Level 3 support teams. As technical support engagements mature, we ensure that front line teams become more and more knowledgeable on the product and the issues involved. This means that customers receive meaningful, accurate solutions much faster. MindTree also ensures that knowledge gained at all levels of support is captured in self-service avenues such as a ‘knowledge base’, allowing customers to find solutions on their own. This can further reduce the ‘time-to-solution’.

Feedback received from end users on product features and usage is analyzed thoroughly, and reports are submitted to the product engineering and marketing divisions. This goes a long way towards making sure that upcoming product releases are more effective in meeting end user needs.